Support. Anytime. Anywhere

How It WorksStep 1: The end user goes to the GoToAssist support portal and types in a support request. The Web-support request is then queued for the next available representative. With the end user’s permission, the GoToAssist thin-client is downloaded to the end user’s device while the end user is in the Web queue. The representative then begins a remote-support session with the end user.

Alternatively, the end user can move directly from a phone call with your representative to a remote-support session. To do so, the representative provides the end user with the Web portal URL.

Step 2: Your representative can immediately diagnose, troubleshoot and resolve the incident using a variety of incident-resolution tools, including:

ChatLink™

Remote Diagnostics

File Transfer

Reboot/Reconnect

Remote Viewing/Control

Whiteboard

MultiChat

Session Transfer

Step 3: At the end of the session, the end user immediately provides input on the support experience, enabling your organization to address session metrics and maintain a high standard of customer satisfaction and loyalty.